Love your worst possible customer!!!

February 28, 2008

I was reading Jeff Jarvis blog and came across with this article “lover your customer”. Customers are the livelihood of every business. Every business must have to spend a significant amount of time and effort maintaining customer satisfaction. Surveys suggest that service-driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average. These are powerful incentives for becoming the best customer-service company in any industry.

A customer doesn’t care about you they just want to get best product and services because of they are paying for it. The only thing that customers know is that when you walk through their door, they want to be taken care of. So if you don’t take care of that customer, even though he/she isn’t buying anything from you, he/she will never get to the point of being a major customer. You have to treat everyone equally. So your objective must be to provide the highest standard of Customer Care possible for both good and worst customer.

Jeff Jarvis had a column in Business Week’s customer-service issue arguing that customers who complain about you are doing you a great favor.

Here’s some free advice: Go to Google, enter any of your company’s brands followed by the word “sucks,” and you will see the true consumers’ reports. Brace yourself, for it won’t be pretty. Wal-Mart’s unofficial Google Sucks Index turns up 165,000 results; Disney 530,000; Google 767,000. What’s yours?

There are many reason customer can leave you such as:

  • They felt your pricing was too high or unfair.
  • They had an unresolved complaint.
  • They took a competitors offer.
  • Most importantly they left because they felt you didn’t care.

So, the bottom line is that one of the key components in marketing and business growth is to spend the majority of your time and effort development customer relationships, so that you can increase your business from existing customers. This is a strategy that will move you forward in increasing your sales and business.

–Romiz

 

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3 Responses to “Love your worst possible customer!!!”

  1. imrankha Says:

    Very true Romiz. Brand loyalty and awareness is created through customer relationship management. Combined with having a good product, fair price – customer service could make a company grow much rapidly by retaining and attracting potential customers. Another thing you said is to treat your customers equally – the bad ones and good ones alike? What you said is completely true but sometimes very tough to follow :)

  2. wattsy Says:

    I agree, if the customer feels as if they are being taken care of in your store. They will more than likely be happy, and recommend that store to other people. Without a healthy relationship with the customer, that chances are that customer will go down the next store a couple streets down and give them business. I prefer buying at smaller stores as I find they give you better service, and they need the money more to operate than big chain stores.

  3. Tasia Says:

    The customer is always right (apparently). I agree with Imran too about being hard to treat all customers alike. Jobs in customer service are very difficult to deal with, but somebody has to do it. When a customer is constantly irritable and difficult to deal with, sometimes they can change their perspective and attitude after a couple good experiences. I read somewhere that it takes only 1 bad experience to make someone angry with a business, and at least 3 times of great experiences to begin to win them back. Maybe automation is the key. To personal sanity, that is.


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